workflow email

[RohithsharC]

Ticket status to automatically change to "In Progress" state if the caller/affected user responded or have any updates on the ticket

[GlideFather]

Hi @RohithsharC,

please share more details, this is not enough to understand your requirement.

What table are we talking about - incident, other or a custom one?

This should work OOTB if not customised..

[RohithsharC]

for incident

[RaghavSh]

@RohithsharC Refer:  https://www.servicenow.com/community/developer-forum/inbound-action-updating-incident/m-p/1965886 

You can add the filter for caller and state as per your requirement.

Please mark the answer correct/helpful accordingly.

[RaghavSh]

@RohithsharC did you check this solution?